Hotel Service Quality Constraints

The thesis aims at making an analytical research on factors that restrict theservice quality of a large number of modern hotels in China.On the basis of literature review and an analysis of the existing problems in service quality of many of the hotels in China, the author starts an empirical research into the factors that are playing to restrict hotel service quality. The study comprises two parts. In the first palt, the author uses SERVQUAL model for a survey to identify service quality problems as recognized by hotel guests. The second section is a regression analysis of SAS on the data obtained through a questionnaire survey done to hotel managers and employees.The results indicate thai; first, there exists quite an obvious gap in terms of service reliability and responsiveness between hotel performance and customers' expectancy that waits to be filled up; second, the major factors that may restrict hotel service quality include efficiency level of service quality management, organizational culture, management coordination, the general qualification of employees and level of employee sarisfactionWith the problems identified through the foregoing research, the thesis proceeds to bring forward suggestion of measures that can help improve the service quality of hotels in China These measures are strengthening the function of service quality management system, implementing the Employee Satisfaction strategy, improving the comprehensive qualifications of hotel employees through all-round training programs, improving internal coordination in hotels, and managing the expectancy of hotel guests.